Lead, Customer Care - Mox Lead, Customer Care - Mox …

Permanent, Full time
Be the first to apply
Permanent, Full time
Be the first to apply
Standard Chartered Bank
Lead, Customer Care - Mox
About Standard Chartered
We are a leading international bank focused on helping people and companies prosper across Asia, Africa and the Middle East.

To us, good performance is about much more than turning a profit. It's about showing how you embody our valued behaviours - do the right thing, better together and never settle - as well as our brand promise, Here for good.

We're committed to promoting equality in the workplace and creating an inclusive and flexible culture - one where everyone can realise their full potential and make a positive contribution to our organisation. This in turn helps us to provide better support to our broad client base.

About Mox
As one of the biggest banks in market, we are rapidly expanding by growing a new virtual banking business in Hong Kong. We see ourselves as a fast growing start-up company where you will enjoy autonomy and teamwork at the same time, solving new and exciting problems in a nimble and agile way. Join us and be part of history making for future banking experience!

The Role Responsibilities
  • Manage the Customer Care Centre which is the most important customer touchpoint of Mox, which provides 24hr service via Audio, Video Call and Text Chat.
  • Support the launch of wealth management products, work closely with the Product and Customer Team to ensure seamless customer support in that space.
  • Establish the appropriate service level target, and key performance indicators. Lead the team to meet and excel the target.
  • Advocate customer voice, and focus on continuously improving the process and setting new standards to provide best in class service.
  • Maintain staffing plans, schedules; identify and develop talents, create and maintain a healthy organization structure with proper delegation among the team managers.
  • Creates and automate the MIs and reports; leverage on the data to make sound and quality decisions; execute the solutions and continuously review and improve.

Our Ideal Candidate
  • Bachelor's degree or higher from an accredited university
  • 8+ years of experience in Contact Centre in any sizable retail bank or insurance company
  • Proven track record of managing teams of 30+
  • Knowledge in wealth management, and with HKSI license a solid advantage
  • Basic literacy in Mac OS and enterprise cloud communication tools
  • Be open to diverse culture and new ways of working, people-oriented
  • Responsive and stay attentive even after office hours

Apply now to join the Bank for those with big career ambitions.

To view information on our benefits including our flexible working please visit our career pages . We welcome conversations on flexible working.
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